Privacy Policy

1. Scope

This policy describes how Mukti collects, uses, and protects personal data when you use mukti.health, our apps, and related services: the Mukti Health app for patients and families, the Mukti Rider app for ambulance drivers and delivery riders, and the Doctor, Hospital and Pharmacy portals. Section 10 sets out what each app collects. Health-related data is sensitive; we design access controls and partner verification with that in mind.

Mukti One, the system a hospital, clinic or doctor runs under its own name, keeps its records apart from everything else described here. Section 13 is its privacy notice.

Back to contents

2. Data we may collect

• Identity & contact: name, email, phone, and an NID, birth registration or passport number where required (a patient adds one before a doctor consultation; doctors, hospitals, pharmacies and riders give an NID)
• Account & profile: role, preferences, emergency contacts, dependent (child) profiles
• Health-related data you or your clinicians add: appointments, prescriptions, reports, notes
• Location data when you enable it for ambulance, delivery, or nearest ER features, and a rider's location while they are online for a shift
• Technical data: device, logs, cookies (see Cookie Policy)
• Website visits, counted without cookies: the page, the referring site, device type and country, with a code that changes every day; no address or browser details are kept (see the Cookie Policy)
• Partner documents: licences, trade documents uploaded for verification
• Security and consent records: sign-in factors for portal accounts, consent and record-sharing decisions, and logs of who accessed a record
• Ratings you give a completed service, and your answers to a check-in after a visit
• Insurance claims you file or Mukti records for you, and an employer plan you join
• A booking a Mukti partner pharmacy makes for you at your request: your name, mobile number and consent
• For partners: registered pharmacists (name, Pharmacy Council registration number and grade), and when Mukti last checked a licence with the body that issued it

Back to contents

3. Why we use data

• Provide and improve booking, records, logistics, and support features
• Verify professionals and organisations before they serve patients
• Communicate service updates, security alerts, and (with consent) product news
• Comply with Bangladesh law and respond to lawful requests
• Protect users, partners, and the platform against fraud and abuse
• Keep security and access logs, and use them as evidence, as section 5 describes

Back to contents

4. Sharing

We share data only as needed: with the care partners you interact with (e.g. a doctor you book), the processors named below under contract, and authorities when required by Bangladesh law. We do not sell personal health records.

We may also share the logs that section 5 describes with our legal advisers, courts and authorities, as that section says.

Mukti uses these kinds of service providers (processors). Each receives only what its task needs:

• Cloud database and file storage: stores account, health and order records.
• Website and app hosting: runs the websites and apps and sees request metadata, including your IP address.
• SMS delivery (a Bangladeshi SMS service): receives your phone number and the message text, or the number of a family member you saved for SMS updates.
• Email delivery: receives your email address and the message text.
• Push notifications: receives a device push token, a device identifier and the notification text; it does not receive health records. For a lock-screen trip update, it and the phone maker's push service receive a token for that one trip and the words shown (stage, arrival time, vehicle number), never health details.
• Maps and address search: receives your location when you open a map, track an ambulance or use address auto-complete.
• Open map address lookup: receives your coordinates, only to turn them into a street address when the main map service is unavailable.
• IP-based location lookup: receives your IP address, only when location permission has not been granted, to estimate your city.
• AI model provider (Mukti AI, section 9): receives your Mukti AI messages, the recent messages sent with them and the images you choose, including prescription photographs, to reply and to read prescriptions. It also reads an old paper report you photograph, drafts a doctor's note and prescription from the consultation text when the doctor uses the AI scribe with the patient's agreement, and may translate a doctor's written advice into Bangla. For the scribe and the translation it receives only the text, never the patient's name, phone number or Mukti ID. From the scribe's text it also lists the next steps the doctor said and drafts letters such as a referral letter; from parts of the doctor's own note (never the prescription) it may draft a patient's visit summary in plain Bangla, with the patient's agreement, which the doctor checks before sending; and it answers doctors' guideline questions by searching public medical guideline websites, receiving only the question, never patient details.
• Speech-to-text provider (Doctor dictation): when a doctor uses dictation, after telling the patient, the recording is sent to an AI transcription service in the United States to produce a transcript. The provider does not use it to train its models and, by default, does not keep it once the transcript is returned; Mukti does not store the audio. The same kind of service turns a doctor's AI scribe recording into text, including the sound of a video consultation when the doctor records the call after the patient agrees (the audio is not kept), and, only if you agree on your phone and the phone cannot do it itself, a few seconds of your voice into text for voice search. For voice search the provider may keep the clip for up to 30 days for safety checks; Mukti keeps neither the recording nor the words.
• Consultation calls: carries the live audio and, when a camera is on, the video of a consultation call between a patient and their doctor, only while the call lasts. Calls are not recorded or kept; when a doctor uses the AI scribe on a call, the sound is turned into text as described above and not kept.

Each processor is bound by its service terms and data-processing terms to confidentiality, security measures and processing limited to Mukti’s instructions. Mukti does not use a processor that does not provide protections equivalent to those described in this notice. Several are based, or process data, outside Bangladesh, including in the United States; cross-border processing is assessed and protected as required by Bangladesh law.

You can ask support@mukti.health for the current list of service providers, and for a copy of the safeguards that protect international transfers.

Back to contents

5. Security & retention

We use technical and organisational measures appropriate to the risk, including role-based and least-privilege access for staff, row-level database controls, encrypted transport and audit logs of access to records. Emergency access to a record without the patient's code is logged and reviewed. When an ambulance is taking you to a hospital, its emergency and nursing team can see the allergies, conditions, current medicines and blood group in your record until you arrive or the trip ends; every view is logged and reviewed. On the way, the ambulance crew or our call centre may send that hospital a pre-alert (the suspected condition and arrival time, never your name), and the crew may share notes, the vital signs they measured and a photo such as an ECG with its emergency team; each view is logged. Doctors and hospitals a patient has allowed to see their records can exchange those records in the national FHIR health data format, and a referring doctor receives the hospital's discharge summary for continuing care. Each exchange is recorded in an access log for the patient's record. Results a hospital's or diagnostic centre's machines send to Mukti are kept with the patient's health record; their key images open only through short-lived private links, and the full set of scan images stays on the facility's own equipment. Test messages a facility sends while connecting a machine or system never reach a patient's record. No system is perfectly secure. We keep data only for the service, safety, dispute and legal periods that apply; records the law requires us or a provider to keep are restricted and kept with an audit trail.

We keep security and access logs to protect the service and its users: sign-ins, the request logs that hosting keeps (which show the pages asked for and can show unusual automated activity), and the trail and access logs that record important actions and some records opened. If we reasonably believe the law or our Terms have been broken, we may use and keep the relevant logs as evidence and share what is necessary with our legal advisers, courts and authorities, as the law allows.

Back to contents

6. Your choices

In the Patient app, Profile → Settings → Your data lets you download a copy of your data, make a formal request to access, correct, port or erase it, and withdraw a clinical consent; the app shows the date by which Mukti will respond. You can delete your account on the same page, subject to legal retention needs (for example completed transaction records). A doctor or hospital can open your records only after you allow their request in the app (Profile → Settings → Who can see my records), and you can revoke that at any time. Mukti AI is optional: you can withdraw its permission in AI privacy & data. Mukti Rider accounts can be deleted in the Rider app's account settings. You can also write to support@mukti.health.

Back to contents

7. Children

Child health records may be managed under a guardian profile until the child turns 18. The guardian can then hand them over: the child gets an email link that works for 14 days, creates their own account with that address (confirmed by a code), and their health records move to it and leave the guardian's account. Bookings and orders the guardian made stay with the guardian. Do not create independent accounts for minors outside that model. You may also add an adult family member who has no Mukti account of their own, only with their permission: you confirm you have it, and we record when you did. Someone with their own account manages their own records.

Back to contents

8. Law

Processing is carried out in connection with services offered in Bangladesh and is subject to applicable Bangladesh law, including the Personal Data Protection Act, 2026, the ICT framework and cyber security legislation as they apply to digital services and personal data. Mukti's main database and servers are currently hosted outside Bangladesh, and some of the processors listed above also process data outside Bangladesh; cross-border processing is assessed and protected as required by Bangladesh law.

Back to contents

10. In the Mukti Health and Mukti Rider apps

One policy covers both apps. What each one collects, and why:

Mukti Health (patients and families)

• Your phone number and email (you confirm your account with a code sent by SMS to a Bangladeshi mobile, or by email), name, date of birth, gender, an NID, birth registration or passport number if you add one (needed before a doctor consultation), your Mukti Health ID, emergency contacts, and your family and children's profiles
• Your health record: prescriptions, lab results and reports, including those a partner hospital, clinic or home lab test sends to your account, and the readings you log in Health trackers
• Appointments, medicine orders, home lab tests and ambulance trips, with their receipts
• Prescription photos or PDFs you attach to a medicine order, kept in private storage for the pharmacy's pharmacist to check; Mukti AI reads a photo only if you ask it to
• Your location, only when you allow it: to find the nearest ER, send an ambulance or a delivery to you, and share a live trip only when you choose to
• Messages with the rider, driver, pharmacy or hospital on an order, deleted 15 days after the order ends (kept longer only while a complaint, support case or SOS about it is open)
• Consultation calls with your doctor, carried live and not recorded. The app asks for the camera and microphone only for a call you answer, and you can take the call with audio only. Mukti keeps a record of the call (when it rang, was answered and ended), never its audio or video
• Talk to a doctor now: who the call is for, the age, your answers to two emergency questions and your note are shown, without your name or number, to the doctors available at that moment until one accepts; the request is kept like an appointment
• Mukti AI messages and images, only with your permission (section 9)
• Family members you add (name, date of birth, gender, how they are related to you), and for an adult, when you confirmed you have their permission
• Medication schedules and the doses you mark as taken or skipped, used for reminders only if you turn them on; reminders are not medical advice
• Lab result values with the laboratory's own reference range, so the app can show whether a value is within that range; this is not a diagnosis
• A rating of 1 to 5, a few words and a comment, if you rate a doctor visit, medicine delivery, ambulance trip or home lab collection. A rating of 1 or 2 lets our team contact you to put it right; the doctor, pharmacy, hospital, rider or driver never sees who rated them
• Your answer to one check-in after a consultation or a hospital stay (did you get your medicine, any new problems), only if you answer. A problem you tell us about goes to a member of our team, never to an AI; these messages are not medical advice, and in an emergency you should call 999
• Insurance claims: the insurer, policy number, amounts and the claim's progress, with a notice each time its status changes
• An employer plan: if your employer gives you one, your employer sends us your name and work contact details, or you join with its code. Your employer is told only how much the plan was used in total, never what you used it for
• A doctor or ambulance a Mukti partner pharmacy books for you at your request and with your consent: your name and mobile number, used to book it and to text you the reference
• Questions, symptoms, reports and photos you send a doctor as a text consult or a second-opinion request. Files are kept privately and open only for you and that doctor through short-lived links. If your words suggest an emergency, the app asks you to call 999 first; this check is not a diagnosis
• Diabetes and blood pressure readings in a care plan, shared with the doctor you choose only while you share your records with them; a pregnancy tracker that only you can see; and child vaccination reminders. Reminders are off until you turn them on, the lock screen says only "Mukti update", and they are not medical advice
• A place on a doctor's waiting list for a full day, a Private choice for a mental-health appointment (its notifications say only "Mukti appointment"), and your token number when you check in for an appointment
• Home nursing or physiotherapy visits: the address, phone number and notes, shared only with the hospital or clinic you chose
• For a family member you look after: their mobile number, the language for their texts and their home address, to send SMS updates they agreed to (never naming an illness, medicine, test or doctor) and as the ambulance pickup
• Doctor reviews: shown to others without your name; the doctor may reply once in public, and reported reviews can be hidden
• Emergency-word checks in Mukti AI and support chat: only the kind of warning, the screen and the language, never what you wrote, kept for 180 days
• Voice search: turned into text on your phone where it can; otherwise sent for speech-to-text only after you agree. Mukti keeps only that a clip was sent and when, for 90 days
• An old paper report or prescription you ask Mukti AI to read (with your AI permission). Nothing is saved until you confirm the text, and a saved record is marked as patient-uploaded and unverified
• Results from a hospital's or diagnostic centre's machines: a facility that uses Mukti can connect its scan, lab and ECG machines once, through the Mukti Hospital app on one of its own computers, or its own hospital system can send results to Mukti directly, so your result reaches your record. Mukti receives the report, the measured values, a PDF, details about the scan and up to three key images the facility chooses; the full set of scan images stays with the facility in Bangladesh (ask it for a copy). A result is added only when it carries your test's order number or your Mukti ID, never because a name looks similar; anything else waits for the facility's staff, whose every match is recorded. You see a result only once it is final, a critical result after the facility records that a doctor was told, and some sensitive tests after a doctor releases them. A printed slip with your name, Mukti ID and order number (also as QR codes) may be used to label your test; it holds no results
• From hospitals that use Mukti: for each hospital bill, what your company or insurer covers, the pre-approval and claim, and what you still owe (no payment is taken; the hospital's tax invoice is a PDF when it charges VAT); an "Is this report real?" check on every lab report; the radiologist's chosen key images with a scan report, while the full scan stays at the hospital; a NICU summary for a baby's confirmed guardian when the hospital allows it, with every view logged; and a follow-up reminder with a booking request from a signed discharge summary
• Medicine instructions in Bangla, made from your doctor's signed prescription
• Your address in parts (house, road, area, city or upazila, district); Mukti staff may group patients by division, district and area to plan where services are offered
• Live tracking: while an ambulance or medicine delivery you booked is on its way, a card on the Home screen and, if you allow it, a lock-screen update (an iPhone Live Activity or an Android progress notification) show its stage, arrival time and the vehicle number or rider's first name, never your name or health details. Updates reach a closed app through the phone maker's push service with a token used only for that trip; you can turn them off in your phone's settings
• A trip link you choose to share: anyone with it can follow the ambulance or delivery in a browser (stage, map position, arrival time, vehicle number, and the hospital only if you include it), never your name or health details. It stops when the trip ends, when you stop sharing, or after 12 hours
• A handover code for a medicine delivery, which you give the rider only when the order is in your hands; we record when it was entered and any wrong attempts. If your rider carries one other nearby delivery on the same trip, you see only that and whether yours is the current stop, never the other person's name, address or order
• Reports kept on your phone for offline viewing, encrypted and deleted when you sign out; lab trend charts drawn from your own results (not a diagnosis); and events you add to your phone's calendar through the phone's own event screen, without any calendar permission; Mukti never reads your calendar
• Readings you choose to import from Apple Health or Health Connect, read-only: heart rate, resting and walking heart rate, heart rate variability, blood oxygen, breathing rate, body temperature, cardio fitness (VO2 max), blood pressure, blood glucose, daily steps, distance, active energy, exercise minutes and flights climbed, sleep, weight, height, BMI, body fat, lean body mass and waist size. They are kept in your health record and shown only to you and the Mukti doctors you allow to see your records; they are never used for advertising, sold, used to train AI or stored in iCloud, and you can disconnect at any time
• In the Mukti Health app, if you choose: health readings that come in about once a day even when the app is closed, sent with a key that belongs to your phone and can do nothing else; medicine reminders set on your phone that work without internet and never name your medicines; an App lock that uses your phone's Face ID, fingerprint or passcode, which Mukti never receives; a document scanner that works on your phone; and a home-screen widget with today's medicines and your next appointment, never on the lock screen
• Face ID login in the Mukti Health app, if you turn it on: your login (your email or mobile number and your password) is kept only on your phone, locked by Face ID, Touch ID, your fingerprint or the phone's passcode, and deleted when you turn it off, choose Remove when you sign out, or delete your account. Mukti never receives your face, fingerprint or passcode
• Follow-up reminders from your doctor's visit (the date and the doctor's name only, never their notes), monthly refills that the app prepares but sends to a pharmacy only after you check and place the order (an unplaced refill expires after ten days), and notes that the same medicine costs less under another brand in Mukti's medicine catalogue (information only; the app never changes your medicine)
• A Mukti AI answer you report: the answer, your question just before it, the reason and any note, reviewed by the Mukti team without your name, not sent to the AI provider, and deleted 180 days after review or with your account
• If a hospital that uses Mukti registers you at its front desk: the account it makes for you (name, sex, date of birth or age, mobile, address, emergency contact, and an NID or birth registration number if you give one), which nobody can use until you take it over in the app with an SMS code and your date of birth. The hospital keeps your visit records there and can see the records it keeps for you until you shorten or end its access
• If you are treated or admitted at a hospital that uses Mukti: your consultation, tests and prescription written by its doctors, your ward record (medicines given, observations, risk assessments, care plan, fluids and wounds), any allergy you tell its staff, your operation checklist, and your bill, receipts and any payment you make through the hospital's own payment provider (Mukti never sees your card or wallet number). We tell you when your bill, discharge summary, prescription or result is ready, by app notification or one SMS, without clinical details
• Results from hospital lab analysers: tube labels carry your name and the last four characters of your Mukti ID, a two-way analyser receives your name, Mukti ID, date of birth and sex on the hospital's own network, and a hospital may release a result automatically when it passes the lab's own fixed checks (never by AI)
• Medicine receipts with the batch number and expiry date of your medicine; the cold box temperature at pickup and delivery for a medicine that must stay cold; and changes you make to a home sample collection
• Referral codes and credits, checked against misuse with a random code the app keeps on your phone (Mukti stores only a one-way fingerprint of it)
• Blood requests: other members see the blood group, units, hospital and your first name; your number is shared only with a donor whose offer you accept, and requests close after 72 hours

Mukti Rider (ambulance drivers and delivery riders)

• Your name, phone number, photo, NID, driving licence and vehicle documents, which Mukti reviews before you can take jobs
• Your live location, only while you are online for a shift or on a job; the patient on that job sees it until the job ends
• Your jobs, earnings and settlements
• SOS alerts and incident reports, kept for seven years as the law on safety records requires
• Messages with patients, pharmacies and hospitals on a job, deleted 15 days after the job ends
• An optional home location a delivery rider saves to see jobs heading home; it is never shown to anyone else, never affects ambulance jobs, and is deleted when cleared
• Trip steps and delivery photos held on the phone until there is a connection, then removed from the phone
• Location checks: when a location looks simulated or impossible, we keep the readings for 180 days. A person at Mukti reviews them; a check never limits your account on its own
• While an SOS alert is open, your location every 15 seconds, even off shift; the trail is deleted 30 days after the alert closes
• For cold-chain orders: your cold box details and the temperatures you record at pickup and drop-off
• For ambulance crews and companies: emergency-care certificates, and company and vehicle records, which Mukti's verification team checks
• On an ambulance trip: a pre-alert and the notes, vital signs and photos you share with the receiving hospital's emergency team
• Job updates made while offline, held on the phone until they are sent and then removed
• The delivery code you enter at the door, with the time and any wrong attempts
• On a trip with two deliveries, each patient sees only their own order, your first name, vehicle number and position
• Your weekly earnings statement (a PDF made from your own records, for you to keep or share; Mukti sends it to no one), a weekly target you set, and your progress in bonus challenges, worked out from the jobs and their location checks we already keep for your earnings
• A demand map made only from orders and ambulance requests grouped by area (at least five per area), never a single one or a patient's address
• Ambulance equipment checks before each shift, kept with the shift; and a fuel and expense log with an optional receipt photo you pick, which only you see unless you share it (otherwise Mukti sees only totals across many riders, never your entries or photos)
• When you tap Navigate, the destination goes to the navigation app you choose, under its own privacy policy
• Your shift times and where each shift started, used to work out an hourly guarantee top-up, and, if Mukti holds a group accident cover, the details you report for a claim, shared with the insurer only for that claim
• Shifts you book ahead: the booking, any cancellation, and whether you completed, partly worked or missed it (worked out from your shift times and where each shift started, inside the shift's area), used for any shift bonus and shown to you and Mukti's operations team; a reminder before the shift shows only that a booked shift starts soon
• Rider referrals: a rider you invite agrees that you see their first name, whether Mukti approved them and their job count towards the reward, never their contact details or earnings; to stop misuse Mukti compares the two accounts' phone numbers and NIDs and uses a random code the app keeps on your phone (Mukti stores only a one-way fingerprint of it)
• On a job, your lock screen can show it (an iPhone Live Activity or an Android notification): the stage, the pickup and drop-off places (a pharmacy's name or an area, never a house, flat or road number) and the arrival time, never a patient's details, the medicines, an amount of money or a code. Nothing is sent anywhere to show it, and you can turn it off in your phone's settings
• The app lock and Face ID login in the Mukti Rider app: the app can ask for your phone's Face ID, fingerprint or passcode when you come back to it (never during a live job or on the Safety page), and, if you turn on Face ID login, your login is kept only on your phone, locked the same way, and deleted when you turn it off, choose Remove when you sign out, or delete your account. Mukti never receives your face, fingerprint or passcode

Both apps use a device token to send you notifications, and keep sign-in and security logs. Either app may ask the App Store or Google Play to show their own rating prompt now and then; Mukti receives nothing from it. Records the law requires, such as clinical and financial records, complaints (six years) and SOS or incident reports (seven years), are kept under restricted access even after you delete your account.

Back to contents

11. Contact

Back to contents

12. Partner applications and enquiries

When a hospital, clinic, pharmacy or doctor applies on our For partners page, we keep what the form sends: the kind of partner, the organisation's name, the contact person's name, phone number and email, the city and area, a registration number if one is given, and the message. Messages sent with the Contact and Corporate forms are kept in the same way.

• Why: to reply, to talk to you about joining Mukti, and to prepare your onboarding and check your details before you serve patients. It is not used for marketing.
• Who sees it: the Mukti staff who handle enquiries and partner onboarding. It is emailed to support@mukti.health and stored with the database and email service providers in section 4, and is not shared with anyone else.
• How long: an application that does not lead to joining is deleted two years after our last contact with you. When you join, it becomes part of your partner account records.
• Your choices: you can ask us to correct or delete it at any time by writing to support@mukti.health.

If you report an AI error on How Mukti uses AI, we keep your name, email and what you tell us like any other message you send us, and use it only to answer you and to correct Mukti AI's limits. Please leave out health details we do not need. Health articles on mukti.health show the name and BMDC registration number of the doctor who reviewed them.

Back to contents

13. Mukti One

Mukti One is the Mukti Hospital and Mukti Doctor software run by one hospital, clinic, diagnostic centre or doctor's practice as its own system, under its own name. It is used in a web browser or in the desktop apps "Mukti One Hospital" and "Mukti One Doctor". This section, added on 9 October 2026 and updated on 26 and 31 October 2026, is the privacy notice for Mukti One. Where it differs from the rest of this policy, this section applies to Mukti One.

Who is responsible

The organisation that uses Mukti One decides what is recorded about its patients and its staff, why, and which of its staff may see it. It is responsible for those records and is the keeper of its patients' medical records. Mukti Health Ltd provides the software and, unless the organisation runs it on its own server, hosts it. Mukti handles the organisation's records only to provide the service, and on the organisation's instructions. Mukti is itself responsible for what it keeps for its own work: the organisation's name, sites, modules and licence, the names and work email addresses of the people it deals with there, support conversations, and the record of what Mukti's own staff did.

What Mukti One stores, and what it does not

• What the organisation's staff enter: patient details taken at the desk, with the organisation's own patient number; clinical records such as visits, notes, prescriptions, tests and results, admissions and discharge summaries, and files the staff attach; bills, receipts and the payments the staff record; and staff names, work email addresses, roles and pages
• Sign-in details of staff (the password is stored only in a hashed form), a trail of important actions, and the request logs that hosting keeps, which include the IP address
• A patient in Mukti One is a record that belongs to the organisation. The patient has no Mukti Health account and no Mukti ID, and the record is not linked to, matched with or shared with the Mukti network or its apps. It is kept in a separate database. A hospital may give its patients a sign-in to its own patient portal, and may let partner systems it chooses read some records; both are described below
• Mukti One shows no advertising, sells no personal data and carries no analytics or tracking tools. It sends patients no email (email goes only to staff, for an invitation or a password reset). Its one text message to a patient is a sign-in code for the hospital's patient portal, sent only when the hospital has turned the portal on. Patient information goes to an AI provider only when the organisation has turned on AI assistance, as described below

The hospital's patient portal

A hospital that uses Mukti One Hospital may turn on a patient portal, at its Mukti One address followed by /my or at an address of its own. A patient signs in with the hospital's patient number and a one-time code: a 6-digit code sent by SMS to the mobile number in the hospital's record, which lasts 5 minutes, or an 8-character code printed at the front desk, which lasts 7 days. The SMS goes through Mukti One's SMS service or the hospital's own SMS provider, as the hospital chooses, and that service receives only the mobile number and the message. For a child under 18 without a mobile of their own, the code goes to the guardian's mobile in the child's registration, and the guardian can then see the child's record. No password is stored, and a code is kept only in a one-way form.

In the portal a patient sees what the hospital has released: final lab and imaging reports, signed prescriptions that are still current, signed discharge summaries, bills and receipts with what is still due, and upcoming appointments. They can also ask for an appointment, which the front desk books or declines. The number of codes and tries is limited, and every step is written in an access log the hospital can read: each sign-in, wrong code and lockout, each record opened, each request and each change of sharing choice; the log never holds a code or a mobile number. The browser keeps a sign-in cookie for that session only, and the visitor's internet address is kept only in a one-way form. The hospital can stop a patient's online access or sign them out at any time.

Partner systems the hospital connects

A hospital may give partner systems that it chooses itself, such as an insurer's, a laboratory's or a government system, a key to a read-only interface in the FHIR R4 health data format. Each key reads only the kinds of record the hospital allowed for it, only for patients who agreed to share with the hospital's connected services (in the patient portal, or by telling the front desk), and only what the patient portal would show them. The hospital can also have signed notices sent to addresses it sets when a result is released, a patient is admitted or discharged, or a bill is finalised; a notice names the patient by the hospital's patient number and is sent only for patients who agreed to share. Every call and every notice is logged, and the hospital can revoke a key or switch a system off at any time. Mukti does not choose these systems or give them keys; what a partner system does with what it receives is a matter between the hospital and that system's owner.

AI assistance (optional)

AI assistance is an optional part of Mukti One, switched on or off for each organisation as agreed with it. It is off for organisations that joined Mukti One before 26 October 2026 unless they ask for it, and on for organisations that join later unless they ask for it to be off. While it is on, and only when a member of staff uses it: when a doctor dictates a consultation note, an admission note or a scan report, the recording is sent to a speech-to-text provider to be turned into text; when a doctor asks the AI scribe to suggest a note, prescription lines or a letter, the consultation's text and the note on the doctor's screen are sent to an AI model provider; and a doctor's question about clinical guidelines is sent to the same provider, which answers it from public guideline websites. A doctor confirms that the patient was told before dictating a consultation or admission note, and that the patient agreed before using the AI scribe. A guideline question that holds a phone number, an ID number, a patient number or an email address is refused. What the AI suggests is for the doctor to check, correct and sign.

Both providers act as Mukti's service providers (processors) for this and are based in the United States, so this information is transferred there from where Mukti One is hosted. Under their terms for business use they do not use it to train their models, and each may keep it for a limited time for safety checks; cross-border processing is assessed and protected as required by Bangladesh law. Mukti One keeps neither the recording, the text sent, the suggestion nor the answer, except what the doctor puts in the record. For each use it keeps a line in the organisation's own records: who used it, for which patient record, and counts such as the length. While AI assistance is off, nothing is sent to either provider. An organisation can ask support@mukti.health for the names of the two providers and for a copy of the safeguards that protect the transfer.

Where it is kept

Hosted Mukti One keeps its database, sign-in service and stored files in Mumbai, India, with the kinds of database, hosting and email providers described in section 4; the application's servers also run in Mumbai, and pages may travel through connection points nearer to the person using them. Mukti Health Ltd is based in the United Kingdom and also works with people in Bangladesh, who may give support from there. When an organisation runs Mukti One on its own server, every record stays on that server: Mukti holds none of it, the software sends no record to Mukti, and Mukti has no access unless the organisation provides it.

Who can see it

• The organisation's own staff, each according to the role and the pages its owner or administrators gave them
• The patient, and a guardian for a child, in the hospital's patient portal when the hospital has turned it on, as described above
• Partner systems that the hospital itself authorises, only as described above
• No other organisation: every record carries the organisation it belongs to, a sign-in belongs to one organisation only, and the database refuses to read or write across that line
• Mukti's own operators see an organisation's account details: its name, sites, modules, licence, branding, its staff list with roles, how many records it holds and how much storage it uses. They do not open its patient, clinical or billing records in that work
• Mukti One support can look further only when the organisation's owner or an administrator gives permission inside the software, with a reason, for 1 to 72 hours; the organisation can end it at any moment. The support member signs in with two steps, and every section they open is written in a trail the organisation can read
• With that permission, support sees the organisation's set-up, its staff with their roles, counts of its records, and its trail. For a hospital it also sees today's activity as numbers and statuses only, with no patient's name, no clinical text and no amounts. For a doctor's practice it also sees the doctors and chambers and today's list of serials, which includes each patient's name with the time, reference number and status of the visit. It never shows a consultation note, a prescription, a certificate, a test result, a care plan or money
• As the host, Mukti holds the administrative keys of the hosting accounts, which are needed to run, update, back up and repair the service. They are held by a small number of authorised people and are not used to read an organisation's records, except on that organisation's written instruction or where the law requires it

Security logs and evidence

We keep security and access logs to protect the service and its users: sign-ins, the request logs that hosting keeps (which show the pages asked for and can show unusual automated activity), and the trail and access logs that record important actions and some records opened. If we reasonably believe the law or our Terms have been broken, we may use and keep the relevant logs as evidence and share what is necessary with our legal advisers, courts and authorities, as the law allows. A log that is part of an organisation's own records is handled only as "Who can see it" above allows. When an organisation runs Mukti One on its own server, Mukti holds none of these logs.

How long, and when a licence ends

Records are kept for as long as the organisation uses Mukti One; how long a medical or financial record must be kept is the organisation's decision and duty. When a licence ends there are grace days (14 unless agreed otherwise); after that, and if an account is suspended, the system is read-only: staff can still read, print and export every record, and new entries are off until the licence is renewed. The owner or an administrator can export every record at any time in an open format; attached files that an export does not contain are supplied by Mukti on request. Closing an account and deleting its records is carried out by Mukti on the owner's written request: nothing is deleted for at least 30 days, an export must be completed first, and two senior members of Mukti's staff must approve. Records the law requires to be kept are handled as the law requires, and Mukti tells the organisation what was deleted and what was kept.

The desktop apps

"Mukti One Hospital" and "Mukti One Doctor" show the same pages in a window of their own. They keep no separate copy of the patient records and do not work without a connection. On the computer they keep the sign-in session until the person signs out, the language and display choices, the organisation's short name, the size and zoom of the window and the temporary copies of pages that any browser keeps; on a computer set up for an organisation's own server, a settings file holds that server's address. A file a person downloads is saved in the computer's Downloads folder and stays there until someone deletes it. The apps do not use the microphone or the computer's location.

Patients' rights, and contact

If you are a patient of an organisation that uses Mukti One, your record is held by that hospital, clinic, diagnostic centre or practice. If your hospital has a patient portal, you can see your released reports, prescriptions, discharge summaries and bills there, and change your sharing choice. To see the rest of your record, to have a mistake corrected or to ask for a copy, please ask that organisation: it can read, correct, print and export your record. Mukti acts for the organisation and does not look into its records, so if you write to Mukti we pass your request to the organisation and help it to answer. Section 6 of this policy is about the Mukti Health app and does not apply to Mukti One. Questions about Mukti One: support@mukti.health. Please do not put patient details in an email.

Back to contents